Trending Articles

A Boring Customer Service Experience—That’s What Our Customers Want


Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with.

Simplify employee and customer experiences to adapt and grow On Tech Target


Simplify employee experience and customer experiences to adapt and grow On Tech Target. The post Simplify employee and customer experiences to adapt and grow On Tech Target appeared first on Eglobalis.

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Measuring Customer Experience During a Global Crisis (Part 2)


Now is the time for businesses to get to know and become comfortable with the post-pandemic customer experience; measuring the effectiveness of new processes, where to eliminate obstacles, while providing safer experiences for all

Support Customers Faster, Better and Cheaper with Community

Vanilla Forums

All companies look for ways to deliver customer support that's faster and better than their competitors because that's what customers want. And when customers get what they want, they're less likely to leave.

Is Your Contact Center Stack Unified Across Global Multisite Centers?

NICE inContact

Contact center leaders are no longer measured on just efficiency; it is efficiency with better customer experience (CX). Balancing the two is a huge challenge and gets much more complex when you look at contact centers across multiple sites and geographies.

To Master Customer Experience Strategy, Master CX Mindset

Experience Investigators by 360Connext

What’s Your Organization’s CX Mindset? Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey.

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Are Your Pet Peeves Putting Your Job in Danger? – Tip #9

Steve DiGioia

First off, what’s a “pet peeve”? Well, according to Merriam-Websters dictionary, it’s “something that annoys or bothers a person very much” Are your pet peeves putting your job in danger? I hope not.

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Busy and billable: 6 visual strategies to increase technician utilization


Jonny is a field technician for a major home appliances brand. He starts his day bright and early at 8:00 am. After fighting his way through rush hour traffic, he arrives at the office at 8:50.

3 COVID-19 Marketing Campaigns That Don’t Suck With Customers

CSM Magazine

As COVID-19 swept through the globe brands and marketing agencies scrambled to adapt or clean sweep whole new campaigns as current ones became obsolete or tone deaf. . Some brands won and some lost in the mix.

How to deal with negative feedback on an online community platform


“Do you have any advice for Community Managers that run into negative sentiment or negative feedback?” - everyone. User communities

CX Needs Change Management

Heart of the Customer

You probably moved into customer experience (CX) because of a passion for customers. You chose this space because you know that if you can improve customers’ experiences with your company, they will be happier, they’ll stay with you longer, and both the business and your customers will prosper.

Is Your Diversity and Inclusiveness Real, or Imagined?


Culture Experience Is Your Diversity and Inclusiveness Real, or Imagined? Customer Experience Human Experience. The post Is Your Diversity and Inclusiveness Real, or Imagined? appeared first on Eglobalis.

Does Your Organization Partner Internally to Deliver Great Service?

Wired and Dangerous

Customers are so different today! Their expectations have increased exponentially in the last 12 months even without considering the impact of the pandemic! They have raised the bar to a very high level on how they view customer experience.

Amazing Business Radio: Chuck Surack


The Golden Rule in Customer Service. Empowering Employees to Take Care of the Customer—Always. Shep Hyken interviews Chuck Surack , Founder and CEO of Sweetwater. They discuss strategies for building a culture of amazing customer service and experience.

Proactive Stakeholder Engagement – Key Strategies During Covid-19 From Lucid and Totango


As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more challenging.

?How to See Value from Your Intelligent Automation Project, Fast


Intelligent Automation isn’t new. Organizations have been using technologies like Digital Process Automation, Robotic Process Automation, and Artificial Intelligence to drive their digital transformation for the last few years.

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5 Guidelines for Structuring Your Product Roadmap


Building and maintaining the product roadmap is a central part of your role as a product manager. Yet there is surprisingly little consensus about product roadmaps across the product management community.

How to Write a Really Bad Survey


I have been writing and taking surveys for 30+ years. Over that time, I have taken a lot of very bad ones. And when I first started writing surveys, I wrote my fair share of bad ones too. Today, there are more surveys sent out than ever before.

Guest Post: Combine Customer Service and Customer Experience to Grow Your Business


This week we feature an article by Ashwini Dave , a digital marketing expert at Acquire. She explains the difference between customer service and customer experience and shares how implementing both into your business creates success.

4 Ways to Speed Up New SaaS User Onboarding


Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer.

5 Habits of Good Customer Service Teams

Vanilla Forums

Good customer service teams all have one thing in common—their habits. In the world of customer service, there are very clear rules about what you should and shouldn't do, however it's still hard to find good customer service these days. Support Customer Service

False: Marketers Should Only Use Realtime Data


The “marketing best practices” discussion in the last few years has been marked by a shift to trigger-driven marketing centered around realtime data usage. This has led to a fallacy that marketers should only use realtime data.

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Registration Is Open for Xchange 2020: 3 Reason's to Attend This Virtual Event!


You guys! Registration is open for Xchange 2020 Virtual Summit – our two-day, interactive event packed with experts who will be sharing relevant, real, and valuable insight on CX best practices, use cases, industry knowledge, challenges, and success stories.

How to Improve Customer Experience in Call Centers

ProProfs Chat

From the first telephone call made by Alexander Graham Bell in 1876 to the billions of phone calls that connect people every day, we’ve come a long way. However, not all phone conversations are a pleasant exchange of thoughts.

Boring Customer Service—Is That What Customers Want?

CSM Magazine

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with.

5 Ways to Reduce Churn by Delivering a Consistent Customer Experience


This is a guest blog post by Dhruv Mehta from Acquire. Truth be told, there’s a direct relationship between customer retention and higher profits.

4 key criteria to evaluate your software vendors’ security posture


Nowadays every company works with at least some kind of outsourced service or product, either to expand operational capacity, reduce costs, or elevate the know-how and strategic advantages of its business operations.

Hero Digital hires Hank Summy, former McCann and Capgemini executive, to lead Western Region

Hero Digital

Hero Digital , a leading independent digital customer experience (CX) company, today announced Hank Summy will join the company as managing director of its Western region, reporting to Hero Digital President Patrick Frend.

Are You Professionally Trustworthy or Just Self-Focused?

One Millimeter Mindset

Take a pulse-check. How professionally trustworthy are you as you serve colleagues and clients? Are you committed to continuously serving each other, first, so you better serve clients, together? Or, are you self-focused, often opting to serve your own professional needs at the expense of others?

Why You Need to Be Collecting VOC And CSAT

The DiJulius Group

1. Feature Article Why You Need to Be Collecting VOC and CSAT By Jess Pischel, Customer Experience Consultant There is often some confusion when it comes to Voice of Customer (VOC) and Customer Satisfaction (CSAT).

ChurnZero Named Front Runner for Customer Experience Software


ChurnZero announced today it was named a FrontRunner for Customer Experience Software by Software Advice. FrontRunner is designed to help businesses evaluate which software products may be right for them. .

How to Increase Your Beta Engagement by 75%


Begging for feedback from unenthusiastic or inexperienced testers is a frustratingly common occurrence for many beta and delta testing teams. But tester engagement — and the resulting feedback — are both vital to test success.

7 Ways to Easily Boost Customer Service Empathy


It’s only natural for humans to want to feel understood and heard, especially with the chaos and anxiety permeating the atmosphere these days. In order to successfully validate a customer’s wants and needs, empathy is a must. Customer Experience CS Management CS Trends CS Tips

Increasing Lead Generation with Lead Source Attribution


What is Lead Source Attribution? Digital Transformation Marketing Analytics Search Marketing Marketing Attribution Lead Generation